VODAFONE - More False Promises!!

Oasis10

I am writing on behalf of my partner as he doesnt have an account on here.

Basically we have tried to change the the DD date for Vodafone THREE TIMES. Each time they have done it wrong and money has tried to be taken from the bills account and it has not been there. Each time resulting in the missed DD charge.

Spoke to Vodafone via online chat and he said he would rectify the date and I would be reimbursed £75 for the bank charges. (Nothing regarding the inconvenience and my time wasted, not to mention calls to the bank). Anyway, got a text a few days ago, the payment has failed AGAIN, and they will be trying on the 27th (The correct date) to take over £100. Now even if I owed that much, I should have £75 account credit!!

Spoke to Vodafone on the phone and now they have no record of this money they promised to reimburse, even though I have a copy of the transcript stating that the guy would add it to my account and I needed to do nothing further. Once again, Vodafone have let us down.

Anyone had an experience of this?!?

Thanks

sourcrates

There is a vodaphone rep on the forum, they may pick this up, so I've bumped it for you.

Oasis10

Thank you

sourcrates

Here's the vodaphone reps profile, maybe PM him ?

http://forums.moneysavingexpert.com/member.php?u=791417

Oasis10

He doesn't accept private messages unfortunately.

Thank you though

MrCrimeFiction

I've had the same issues over the last 3 months. I changed my bank details and they didn't set up the correct DD for 3 months and I ended up with late payment bills. Everytime I spoke with someone on chat or the phone, I had to explain the situation again and again and I got nowhere. The only benefit was the charges were dropped.

They even suspended my account for 3 days the cheeky !!!!ers!!!

fermi

Oasis10 wrote: »

He doesn't accept private messages unfortunately.

Thank you though

Their profile says how to contact

http://vdfn.co/1d98zmW - To access the form enter the code WRT135 & quote MSE in the question box.

thegreenone

You can pay manually either all or a bit at a time. Would this help in the interim until Vodafone sort themselves out, to avoid anymore charges?


If you pay before your bill is issued they don't take the DD. Don't cancel the DD though as it's part of your contract.


I hope you get it sorted quickly.

fabledeb

I,m glad its not just me that is suffering such poor customer service from Vodafone. I set up a DD on line in July 2015 which was acknowledged by Vodafone. Since then every month they have failed to take the payment. I then get the monthly threatening text stating that my bill is overdue and my service will be disconnected unless I clear the bill and yes every month I get a promise that it will be sorted and that it will not happen a again.The customer advisor I spoke to last month said, but you have not dealt with me yet and I will sort it. No guessing what happened this month? Yes they still have not sorted it out. Lost count of amount of time I have spent on phone trying to sort this every month for the past 6 months. I could simply pay my bill monthly on line but the idea of direct debit is to make it easier to pay your bill. One of their patronising advisor's said to me a couple of months ago that they had tried to take the payment out but the bank had declined to pay the bill. He even suggested that the bank would try and blame Vodafone. Well the bank did blame Vodafone. VF had tried to collect the payment using an out of date reference number from a previously cancelled account. Anyway this latest guy who promised to sort it was going to send out a paper direct debit mandate which would sort it. Well firstly he did not send it and secondly, why on earth do we need to revert to outdated paper copies of direct debit forms in 2015. Can,t believe Vodafone cant sort out a simple direct debit arrangement. I think their incompetence is now bordering on contempt.Anyway I await next months failure by them again to take the payment and I wait again for the usual threatening text to cut me off. I will then have to go through the chore of paying over the phone again.

I read a while ago that the Chief Executive was prioritising trying to improve customer service, or something to that effect. Well this guy has been in post long enough to have made some effort to improve things or is he also full of empty promises. Maybe the empty promises comes from the top down as they certainly don't seem to be getting any better. Maybe I,m being a bit harsh and need to give them a few more months to try and sort out setting up my direct debit.Maybe I,m being too demanding.

Vodafone

Hi Oasis10, MrCrimeFiction and fabledeb,

So I can help you further with your accounts, email me via the Contact us form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.

Kind regards,

Lee

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